Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Sun, 06 Oct 2024 05:39:23 GMT
Job description: visualization challenges. AgencyAnalytics enables digital marketing agencies by streamlining client reporting and scaling…, visualizing the progress and outcomes of their clients’ advertising and marketing campaigns. You will lead the design of these…
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Sun, 06 Oct 2024 04:55:31 GMT
Job description: -quality user experiences. AgencyAnalytics enables digital marketing agencies by streamlining client reporting and scaling… the way that marketing agencies are supported – and we’re only getting started! Reporting to the Director of Product…
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Fri, 27 Sep 2024 05:20:53 GMT
Job description: We’re looking for a Director, Product Marketing to join the AgencyAnalytics team!AgencyAnalytics enables digital marketing agencies by streamlining client reporting and scaling their efforts through data & automation. We are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way that marketing agencies are supported – and we’re only getting started!Reporting directly to our VP Product, you will have the opportunity to refine our practice of product marketing and drive our go-to-market strategy and monetization efforts while enabling the hiring, career development, and growth of our product marketing managers.You’re a strategic thinker and care deeply about articulating value to customers and prospects. You’ve successfully launched and optimized B2B SaaS products ideally in a product-led growth environment. You’ve optimized pricing and packaging, defined ideal customer profiles, and refined the buyer’s journey. You’re skilled at building & empowering high-performing Product Marketing teams, are experienced in directly driving and executing initiatives, and are excited to be part of a growing business.We’d love to hear from you, even if you don’t meet 100% of the requirements outlined below.As the Director of Product Marketing, you will:Lead and manage the Product Marketing team, building a high-performing team through coaching, career development, and effective hiringEstablish and own our go-to-market process to understand our market, make more effective strategic decisions, and drive successful launchesLead and validate our pricing, packaging, and positioning effortsPartner with cross-functional leaders and stakeholders on our vision, product strategy, and key initiatives to drive more competitive market positioning and differentiated valueCreate compelling, differentiated messaging and positioning with a clear understanding of the buyer personasCollaborate cross-functionally to ensure a seamless customer journey across product, sales, customer success, support, and marketingDevelop sales enablement and training materials including product demonstrations, messaging, and competitive intelligenceDrive discovery and adoption of product capabilities through data-informed campaignsYou have 8+ years of Product Marketing experience, with at least 2 years in a role managing Product Marketing ManagersYou have a proven track record in developing and executing go-to-market strategies for SaaS products resulting in successful launches with clear, measurable impactYou’ve worked with product-led growth, freemium models, or B2B products with a high volume of customers and leadsYou leverage data, market research, and customer feedback to inform strategic decisionsYou have extensive experience with product positioning, crafting clear messaging and value propositions that resonate with the marketYou have experience in creating and delivering sales enablement materials and trainingYou’re empathetic and value building strong, collaborative relationships with stakeholders throughout the organizationYou’re experienced at hiring, retaining, and engaging talented Product Marketing Managers and have done so successfully in a prior roleYou’re flexible and enjoy working with a remote, distributed teamFamiliarity with marketing agencies or the MarTech space is an asset
AgencyAnalytics is seeking a Director of Product Marketing to join their team. The ideal candidate will have extensive experience in product marketing, including managing teams and executing go-to-market strategies for SaaS products. They should be skilled at refining pricing, packaging, and positioning efforts, as well as creating compelling messaging and value propositions. The Director of Product Marketing will lead the Product Marketing team, drive successful product launches, and collaborate with cross-functional teams to ensure a seamless customer journey. Experience with product-led growth, freemium models, and B2B products is preferred, and familiarity with marketing agencies or the MarTech space is an asset.
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Fri, 27 Sep 2024 07:12:00 GMT
Job description: We’re looking for an experienced Senior Digital Designer to enrich our marketing team, we’re looking for dreamers, design thinkers, and problem solvers. This is a hybrid role where the ideal candidate brings a blend of digital design expertise in marketing, and is highly skilled in web design. This is an opportunity to play a vital role in shaping the visual aspects of our website, marketing, social media, and promotional materials, for example. It involves conceptualizing and executing visually compelling design solutions that are strategic, on-brand and resonate with our target audience. The person in this role must also have a natural ability to collaborate with cross-functional teams, people with different viewpoints and expertise who collaborate to achieve common objectives. This is a Canada-wide remote position, reporting to the Director, Creative.Key ResponsibilitiesDesign and deliver a range of compelling digital assets including website design, email campaigns, social media graphics, and other marketing materials that align with our brand design system and strategic objectives;Contribute to, and evolve our brand design system in ways that refine and enhance our brand and complement our ecosystem in collaboration with our web team and our product team;Develop a strong understanding of the AgencyAnalytics customer journey, product experience, business goals, customers, and competitive landscape and apply this understanding as part of your design thinking activities;Produce engaging prototypes for digital products, that meet high usability standards, create impactful infographics, presentations, and other multimedia materials to support content marketing initiatives and thought leadership efforts;Demonstrate a deep understanding of typography, colour, and imagery with expertise in working with a robust brand design system;Collaborate with the marketing, web, and product teams, to provide design leadership and ensure cohesive, consistent branding and user experiences across all digital platforms;Manage multiple projects simultaneously from concept to completion, present work to peers and leadership teams, prioritize tasks ensuring they meet deadlines, art direct freelance designers and/or external contributors as needed by providing prompt and specific feedback;Stay informed about industry trends, best practices, and emerging technologies in digital design to improve design processes and incorporate innovative ideas into your work.[7+] Broad experience in digital design, with a strong portfolio that demonstrates your UX/UI, web design, branding and marketing skills;Strong understanding of web design including usability, accessibility, responsive designUniversity Degree in Design, Interaction Design, or equivalentImpeccable eye for detail, excellent design and typography skills, and a passion for delivering outstanding digital experiences;Deep expertise using design software such as Adobe Illustrator, InDesign, Photoshop, XD, Figma and industry-standard project management tools;Previous experience designing in a SaaS environment and/or marketing agency is highly desirable;Curiosity, determination, reliability, integrity, and empathy;Ability to participate in, and interpret insights from a wide range of activities related to complex problem-solving such as user research, workshops, strategy and vision development, concept design, prototyping, and production design;Excellent collaboration skills with a proven record of working effectively with cross-functional teams;Outstanding communication skills, both written and verbal, and ability to articulate design concepts and present ideas effectively to stakeholders;Ability to identify opportunities for creative process and operational improvements and advocate for necessary changes;Experience working within a website design system is expected; knowledge of front-end programming languages, HTML and CSS, is a bonus;Motion design experience and/or video editing skills are a bonus.
The company is seeking an experienced Senior Digital Designer to join their marketing team. They are looking for someone with expertise in digital design, particularly in web design, who can shape the visual aspects of the website, marketing materials, and social media. The ideal candidate should be able to collaborate with cross-functional teams, have a strong understanding of typography, colour, and imagery, and stay informed about industry trends in digital design. Key responsibilities include designing digital assets, contributing to the brand design system, understanding the customer journey, producing prototypes, and ensuring cohesive branding across digital platforms. Applicants should have a degree in design or a related field, a strong portfolio demonstrating UX/UI, web design, branding, and marketing skills, and experience with design software and project management tools. Experience in a SaaS environment or marketing agency is desirable. The ideal candidate should possess curiosity, determination, reliability, integrity, empathy, and excellent collaboration and communication skills. Knowledge of front-end programming languages, HTML, CSS, motion design, and video editing skills are a bonus. This is a Canada-wide remote position reporting to the Director, Creative.
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Fri, 27 Sep 2024 01:21:00 GMT
Job description: We’re looking for an experienced Senior Digital Designer to enrich our marketing team, we’re looking for dreamers, design thinkers, and problem solvers. This is a hybrid role where the ideal candidate brings a blend of digital design expertise in marketing, and is highly skilled in web design. This is an opportunity to play a vital role in shaping the visual aspects of our website, marketing, social media, and promotional materials, for example. It involves conceptualizing and executing visually compelling design solutions that are strategic, on-brand and resonate with our target audience. The person in this role must also have a natural ability to collaborate with cross-functional teams, people with different viewpoints and expertise who collaborate to achieve common objectives. This is a Canada-wide remote position, reporting to the Director, Creative.Key ResponsibilitiesDesign and deliver a range of compelling digital assets including website design, email campaigns, social media graphics, and other marketing materials that align with our brand design system and strategic objectives;Contribute to, and evolve our brand design system in ways that refine and enhance our brand and complement our ecosystem in collaboration with our web team and our product team;Develop a strong understanding of the AgencyAnalytics customer journey, product experience, business goals, customers, and competitive landscape and apply this understanding as part of your design thinking activities;Produce engaging prototypes for digital products, that meet high usability standards, create impactful infographics, presentations, and other multimedia materials to support content marketing initiatives and thought leadership efforts;Demonstrate a deep understanding of typography, colour, and imagery with expertise in working with a robust brand design system;Collaborate with the marketing, web, and product teams, to provide design leadership and ensure cohesive, consistent branding and user experiences across all digital platforms;Manage multiple projects simultaneously from concept to completion, present work to peers and leadership teams, prioritize tasks ensuring they meet deadlines, art direct freelance designers and/or external contributors as needed by providing prompt and specific feedback;Stay informed about industry trends, best practices, and emerging technologies in digital design to improve design processes and incorporate innovative ideas into your work.[7+] Broad experience in digital design, with a strong portfolio that demonstrates your UX/UI, web design, branding and marketing skills;Strong understanding of web design including usability, accessibility, responsive designUniversity Degree in Design, Interaction Design, or equivalentImpeccable eye for detail, excellent design and typography skills, and a passion for delivering outstanding digital experiences;Deep expertise using design software such as Adobe Illustrator, InDesign, Photoshop, XD, Figma and industry-standard project management tools;Previous experience designing in a SaaS environment and/or marketing agency is highly desirable;Curiosity, determination, reliability, integrity, and empathy;Ability to participate in, and interpret insights from a wide range of activities related to complex problem-solving such as user research, workshops, strategy and vision development, concept design, prototyping, and production design;Excellent collaboration skills with a proven record of working effectively with cross-functional teams;Outstanding communication skills, both written and verbal, and ability to articulate design concepts and present ideas effectively to stakeholders;Ability to identify opportunities for creative process and operational improvements and advocate for necessary changes;Experience working within a website design system is expected; knowledge of front-end programming languages, HTML and CSS, is a bonus;Motion design experience and/or video editing skills are a bonus.
Seeking an experienced Senior Digital Designer to join the marketing team. The ideal candidate should possess expertise in digital design, web design, and collaboration skills. Responsibilities include creating digital assets, evolving brand design system, understanding customer journey, and producing prototypes for digital products. Requirements include a strong portfolio in digital design, understanding of web design principles, and proficiency in design software. Experience in SaaS or marketing agency is desirable. The candidate must have excellent communication skills, collaboration abilities, and a passion for delivering outstanding digital experiences. Additional skills in motion design and video editing are considered a bonus. This is a Canada-wide remote position reporting to the Director, Creative.
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Sun, 06 Oct 2024 04:39:52 GMT
Job description: As the Senior Product Designer, you will play a key role in shaping the user experience of our Reporting team’s product area. This team is responsible for developing tools that allow users to create data-rich reports and dashboards, visualizing the progress and outcomes of their clients’ advertising and marketing campaigns. You will lead the design of these features, working closely with cross-functional partners to create elegant, user-friendly solutions for complex data visualization challenges.AgencyAnalytics enables digital marketing agencies by streamlining client reporting and scaling their efforts through data & automation. We are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way that marketing agencies are supported – and we’re only getting started!Reporting to the Director of Product Design, you will be a part of a growing Product Design team, currently composed of three Product Designers, one Senior Product Designer, and one UX Researcher.In addition to driving the design of reporting features, you will spend around 30% of your time conducting research, including usability testing and other evaluative methods, to ensure we’re continuously refining the user experience based on feedback and real-world use cases.What you’ll doLead the Design of Reporting and Dashboard Tools: Own the end-to-end design process for data visualization features within the Reporting team, ensuring a seamless, intuitive user experience for creating client-facing reports and dashboards.Collaborate Cross-Functionally: Work closely with the Product Manager, Engineering Manager, and engineers within your team, as well as stakeholders from Product Marketing, Data Analytics, and the broader Product Design team to deliver cohesive, high-quality solutions.User-Centered Design: Spend approximately 30% of your time conducting user research, including usability tests, to ensure design decisions are grounded in user needs and feedback.Balance Strategic Input with Execution: Set a confident design direction, but actively seek input from peers, product leaders, and senior stakeholders to ensure your work aligns with business goals and team objectives.Data-Driven Design: Leverage data and feedback from analytics, research, and usability testing to inform design decisions. Experience with designing data products is highly valued.Documentation & Communication: Effectively communicate your design rationale and decisions to cross-functional teams, ensuring transparency and alignment across all stakeholders.Mentorship (Informal): Provide informal mentorship and guidance to junior and mid-level designers, helping them grow their skills and navigate design challenges.Experience: 5+ years of experience in product design, ideally within SaaS, with a strong focus on data visualization and/or reporting tools.User-Centered Design Expertise: Proven track record of designing intuitive, user-focused experiences, particularly in data-heavy or B2B products.Research Skills: Experience conducting user research, usability testing, and leveraging feedback to drive design improvements.Collaboration Skills: Ability to work closely with cross-functional partners, including PMs, engineers, data analysts, and product marketers.Data-Driven Design: Experience in designing for data products, including familiarity with best practices in data visualization and user-friendly data representation.Initiative & Ownership: Highly proactive and comfortable taking ownership of design projects, with the ability to balance leadership with collaboration and feedback.Attention to Detail: Keen eye for detail in design execution, particularly in how complex data is presented and interpreted by users.Communication: Strong communication skills, with the ability to articulate design decisions to stakeholders across different teams.
The Senior Product Designer will lead the design of data visualization features for the Reporting team’s product area, working closely with cross-functional partners to create user-friendly solutions for complex data visualization challenges. AgencyAnalytics is a fast-paced team working to transform how marketing agencies are supported. The role involves collaborating with Product Managers, Engineers, and stakeholders, conducting user research, and ensuring design decisions are grounded in user feedback. The ideal candidate will have 5+ years of product design experience, expertise in user-centered design and data visualization, strong research and collaboration skills, and a proactive approach to design projects. The role also includes mentoring junior designers and effectively communicating design rationale to stakeholders.
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Sun, 06 Oct 2024 02:29:06 GMT
Job description: As the Staff Product Designer, you will be the primary design owner of our design system (DS), collaborating with the engineering team and other stakeholders to ensure its effective development and implementation. This role will focus on both the strategic evolution of our design language and hands-on work to build out and refine our component library. You will work cross-functionally to align the design system with business goals, streamline design efforts across teams, and foster consistent, high-quality user experiences.AgencyAnalytics enables digital marketing agencies by streamlining client reporting and scaling their efforts through data & automation. We are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way that marketing agencies are supported – and we’re only getting started!Reporting to the Director of Product Design, you will be a part of a growing Product Design team, currently composed of three Product Designers, one Senior Product Designer, and one UX Researcher.You’ll be collaborating closely with the App Platform Team on the Engineering side, as well as with our internal design team to ensure our DS reflects our design principles and meets the needs of designers, developers, and users.As the system matures, you’ll have opportunities to tackle other system-wide UX initiatives across our platform, such as redesigning key workflows and reimagining the design of critical features.What You’ll DoOwn and Evolve the Design System: Lead the design side of our design system, ensuring it reflects our design language and principles, meets product and engineering needs, and scales with our platform’s growth.Collaborate Cross-Functionally: Partner with the design team, front-end developers, and the App Platform Team to align on component needs, design standards, and implementation best practices.Hands-On Design Work: Spend 70% of your time actively improving the component library, creating and refining reusable components, and documenting guidelines for component usage and design language.Strategic Input: Spend 30% of your time focusing on long-term strategy for the design system and AgencyAnalytics web platform, including governance suggestions, identifying areas for improvement, and evolving our design language to meet the needs of the business.Documentation & Governance: Develop and maintain thorough documentation for the design system, providing clear guidelines for its use across design and development teams. Lead the development of governance processes for component updates and changes.Training & Communication: Take the lead in training and mentoring other designers and engineers on the design system, ensuring its consistent application across the platform. Proactively communicate updates and best practices.Front-End Development Collaboration: While not expected to code, work closely with developers to understand technical constraints, provide design input, and ensure high-quality implementation of design components.Continuous Improvement: Once the design system matures, take on other initiatives such as auditing and refining interaction patterns or redesigning system-wide UX elements (e.g., notifications, and error messages).Experience: 8+ years of experience in product design, with a strong focus on design systems and front-end development collaboration.Interaction/UI Design Expertise: A strong understanding of common patterns, best practices, and trade-offs in interaction design and UI design, to ensure that our design language and DS deliver exceptional user experience through excellent usability.Design Systems Expertise: Proven experience owning or heavily contributing to the evolution of design systems in a fast-paced, product-driven environment.Front-End Knowledge: Familiarity with front-end development processes and constraints (e.g., CSS, flexbox, spacing, padding/margin), ensuring seamless collaboration with developers.Strategic & Hands-On Balance: Ability to balance strategic thinking about design systems with hands-on component creation and refinement.Systems Thinking: Strong ability to think in systems and develop scalable solutions that balance business goals with user needs.Collaboration: Strong cross-functional collaboration skills, with experience working closely with engineers, product managers, and other designers.Initiative & Ownership: Proactive and self-directed, with the ability to take ownership of large projects and deliver impactful results.Communication Skills: Excellent written and verbal communication skills, able to articulate complex ideas to diverse stakeholders and lead training sessions for team members.Attention to Detail: Keen attention to design details and a passion for crafting polished, user-friendly interfaces.Tool Expertise: Familiarity with Figma and Storybook.
The Staff Product Designer at AgencyAnalytics will be responsible for owning and evolving the design system, collaborating with the engineering team and other stakeholders, and ensuring the design system reflects the company’s design principles. The role will involve hands-on work to build and refine the component library, strategic input on long-term strategy, documentation and governance of the design system, training and communication with other team members, and collaboration with front-end developers. The ideal candidate will have 8+ years of experience in product design, expertise in interaction/UI design and design systems, familiarity with front-end development processes, strong collaboration skills, initiative and ownership, and excellent communication skills. Familiarity with Figma and Storybook is also required.
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Fri, 27 Sep 2024 00:49:57 GMT
Job description: Are you ready to grow the organic visibility for a market-leading SaaS provider? We are on the hunt for a talented Senior SEO Strategist with a solid background in strategic Search Engine Optimization and YouTube visibility.This key role is designed for a seasoned professional who has thrived in marketing agencies or B2B SaaS environments. The selected candidate will play a critical part in optimizing written and video content, reaching marketing agencies in Canada, the US, and around the world.
This is the perfect opportunity for a talented, highly motivated, self-disciplined, and data-driven SEO expert with strong writing skills and at least 5 years of experience working on Search Engine Optimization and YouTube visibility.What You’ll Do
Minimum of five years in SEO, with a strong focus on technical SEO, content optimization, and authority-building strategies specifically within a SaaS or technology-driven business environment.Experience driving increased reach and engagement using YouTubeSEO for video content.Proficient in using major SEO tools (e.g., SEMrush, Ahrefs, Moz) and web analytics platforms (e.g., Google Analytics 4, Google Search Console) to track performance and identify improvements.Understanding of web technologies, such as HTML, CSS, and JavaScript, as it relates to SEO.Demonstrated ability to manage multiple SEO projects simultaneously, meet deadlines, and achieve objectives.Proven analytical skills with the ability to use data to inform all decisions and continuously improve the performance of SEO activities.Able to adapt strategies quickly based on market trends and company goals.Strong English writing and communication skillsHigh attention to detailA clear understanding of how to balance SEO best practices with content that speaks to our audience
The company is looking for a Senior SEO Strategist with experience in Search Engine Optimization and YouTube visibility to help optimize content for a market-leading SaaS provider. The role involves developing and executing SEO campaigns, analyzing and developing growth strategies, collaborating with teams, conducting technical SEO audits, optimizing content, staying updated on industry trends, training team members, tracking and reporting on SEO performance, and assisting with other marketing initiatives. The ideal candidate will have at least 5 years of SEO experience, be proficient in SEO tools and web analytics platforms, understand web technologies related to SEO, be able to manage multiple projects, have strong analytical skills, be able to adapt strategies quickly, have excellent writing and communication skills, pay attention to detail, and know how to balance SEO best practices with audience needs.
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Fri, 27 Sep 2024 07:25:58 GMT
Job description: We’re looking for an experienced Senior Digital Designer to enrich our marketing team, we’re looking for dreamers, design thinkers, and problem solvers. This is a hybrid role where the ideal candidate brings a blend of digital design expertise in marketing, and is highly skilled in web design. This is an opportunity to play a vital role in shaping the visual aspects of our website, marketing, social media, and promotional materials, for example. It involves conceptualizing and executing visually compelling design solutions that are strategic, on-brand and resonate with our target audience. The person in this role must also have a natural ability to collaborate with cross-functional teams, people with different viewpoints and expertise who collaborate to achieve common objectives. This is a Canada-wide remote position, reporting to the Director, Creative.Key ResponsibilitiesDesign and deliver a range of compelling digital assets including website design, email campaigns, social media graphics, and other marketing materials that align with our brand design system and strategic objectives;Contribute to, and evolve our brand design system in ways that refine and enhance our brand and complement our ecosystem in collaboration with our web team and our product team;Develop a strong understanding of the AgencyAnalytics customer journey, product experience, business goals, customers, and competitive landscape and apply this understanding as part of your design thinking activities;Produce engaging prototypes for digital products, that meet high usability standards, create impactful infographics, presentations, and other multimedia materials to support content marketing initiatives and thought leadership efforts;Demonstrate a deep understanding of typography, colour, and imagery with expertise in working with a robust brand design system;Collaborate with the marketing, web, and product teams, to provide design leadership and ensure cohesive, consistent branding and user experiences across all digital platforms;Manage multiple projects simultaneously from concept to completion, present work to peers and leadership teams, prioritize tasks ensuring they meet deadlines, art direct freelance designers and/or external contributors as needed by providing prompt and specific feedback;Stay informed about industry trends, best practices, and emerging technologies in digital design to improve design processes and incorporate innovative ideas into your work.[7+] Broad experience in digital design, with a strong portfolio that demonstrates your UX/UI, web design, branding and marketing skills;Strong understanding of web design including usability, accessibility, responsive designUniversity Degree in Design, Interaction Design, or equivalentImpeccable eye for detail, excellent design and typography skills, and a passion for delivering outstanding digital experiences;Deep expertise using design software such as Adobe Illustrator, InDesign, Photoshop, XD, Figma and industry-standard project management tools;Previous experience designing in a SaaS environment and/or marketing agency is highly desirable;Curiosity, determination, reliability, integrity, and empathy;Ability to participate in, and interpret insights from a wide range of activities related to complex problem-solving such as user research, workshops, strategy and vision development, concept design, prototyping, and production design;Excellent collaboration skills with a proven record of working effectively with cross-functional teams;Outstanding communication skills, both written and verbal, and ability to articulate design concepts and present ideas effectively to stakeholders;Ability to identify opportunities for creative process and operational improvements and advocate for necessary changes;Experience working within a website design system is expected; knowledge of front-end programming languages, HTML and CSS, is a bonus;Motion design experience and/or video editing skills are a bonus.
The company is seeking an experienced Senior Digital Designer to join their marketing team. The ideal candidate should have expertise in digital design for marketing and web design. Responsibilities include creating visually appealing design solutions for the website, marketing materials, and social media, collaborating with cross-functional teams, and staying current on industry trends. Requirements include a degree in design, strong design software skills, experience in SaaS or marketing agencies, and excellent collaboration and communication skills. Bonus skills include knowledge of front-end programming languages and motion design experience.
Company: AgencyAnalytics
Location: Toronto, ON
Expected salary:
Job date: Fri, 27 Sep 2024 05:23:58 GMT
Job description: Do you know what “world-class customer support” means? Read on:We’re hiring a Senior Manager of Customer Support to work alongside the Director of Customer Support to manage a growing global team. You’ll step into a department that has an absolutely stellar reputation for customer support, both internally and externally (don’t take our word for it: read what our customers say about us on places like g2.com).Our team provides 24/5 live chat support to tens of thousands of digital marketing professionals who use our platform worldwide. As a Senior Manager of Customer Support, you’ll report to the Director of Customer Support, working closely together to ensure world-class customer service, help set and fulfill departmental and company goals, and support a growing and talented team of staff.Like our customers, our team is global, and we enjoy a remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects. Outside of your department, you’ll work alongside team members from Customer Success, Sales, Marketing, Product, and Engineering.As a growing company in a high-growth industry, a key priority is to continually put processes, structures, and people in place to ensure the department scales smoothly while maintaining world-class customer service for our users. You’ll work day-to-day with the Director to spot these opportunities and achieve such goals.We place a high priority on creating a positive, nurturing, and collaborative team environment: We’re specifically looking for someone who is a passionate people leader and has a proven track record of helping team members grow. You’ll foster a tight-knit environment in partnership with the Director of Customer Support and will also be relied upon to make independent decisions, backed by data, evidence, and best practices.What You’ll DoSupport a team of Team Leads and Customer Support team membersCoach and provide regular feedback to team members, with a focus on conversation quality, accuracy of information, tone, and communication skillsContribute improvement suggestions to our training program and ensure smooth onboarding experiences for new hiresCreate strong relationships with cross-functional stakeholders, working together to improve processes and operational efficienciesHelp set and meet quarterly goals and team-wide OKRs with the Director, focusing on metrics like response time and customer satisfaction, as well as collecting customer reviews and product feedbackContinuously review our live chat offering and suggest ways to improve the customer experienceRun weekly 1:1s with direct reports, providing quality feedback, sharing important updates, and ensuring the well-being of each team memberWork with the Director and Team Leads to ensure processes are followed and quality is achieved in all regionsOversee internal Customer Support documentation and support our Documentation Manager with external content as neededEnsure a strong, positive, and collaborative culture among the Customer Support team, where achievements are recognized and team members feel well-supported in their work3 to 5+ years’ experience leading Customer Support team members, preferably in a fast-growing environmentExperience in managing text-based live chat customer supportAbility to contribute to team-wide OKRs and goals and have proven experience owning and meeting these goalsAbility to coach team members on communication style, messaging, delivery of information, and efficiencyExceptional written and verbal communication, with a keen awareness of how messaging and communication style can impact customer conversation outcomesHigh level of technical proficiencyAbility to implement and scale processes, manage a range of projects, and delegate work to ensure an efficient and productive environmentA people-first mindset, with strong emotional intelligence and the ability to lead through inspiration and actionExcellent problem-solving skills, with analytical and data-driven thinkingAbility to collaborate with multiple different departments to champion the needs of customers and your teamAn understanding of digital marketing agencies, their needs, and common SEO/marketing channels is desirableExperience with Customer Success-focused initiatives is desirableCopywriting or other writing/editorial experience is desirableBachelor’s degree (or higher) in a relevant field is desirable, or relevant working experience
The company is looking for a Senior Manager of Customer Support to join their team. The role involves managing a global team that provides live chat support to digital marketing professionals. The ideal candidate will have experience leading customer support teams, coaching team members, setting and achieving goals, and maintaining a positive team culture. The role also requires strong communication skills, technical proficiency, and the ability to collaborate with other departments. A background in digital marketing agencies and customer success initiatives is desirable. A bachelor’s degree in a relevant field is also preferred.
